PetHub+ Privacy Policy

PetHub+ (“the app”) is a product of Donkey Labs. This Privacy Policy explains what information we collect, how we use it, and the choices you have.

Who we are

Controller / Developer: Martin Cavey

For privacy-related enquiries, please use the contact details at the end of this policy.

Information we collect

We collect and process the following categories of data. Where you choose to provide information, we use it to provide and improve the app as described in “How we use your information” below.

• Account and user identity – Email address (used to sign in), display name, and any profile details you provide. When you use certain features (for example, ordering physical pet tags), we may also collect your name, postal address, telephone number, and email address for delivery and contact purposes.
• Pet information – Names, species, breeds, dates of birth, microchip details, and any other details you add about your pets in their profiles.
• Photos – Photographs you upload of your pets (for example in pet profiles, lost posters, or pet tags). These are stored securely and are only accessible to you and approved family members unless you choose to make them visible (e.g. on a public lost poster or tag).
• Veterinary information – Vet practice names, contact details, appointment notes, and any vet-related information you choose to store in the app (for example in reminders or notes).
• Insurance information – Pet insurance policy details, renewal dates, insurer names, and any insurance-related notes or reminders you enter. Documents you upload that relate to insurance (such as policy documents) are covered under “Documents you upload” below.
• Travel, dog licence and passport information – Pet passport numbers, issuing country, issue and expiry dates, rabies vaccination and tapeworm treatment dates, microchip numbers, licence numbers, issuing authority, and related dates you enter. We also store metadata for documents you upload in this category (see below).
• Documents you upload – Files (images and PDFs) you upload for travel documents, pet passports, dog licences, vaccination records, insurance policies, and other purposes. These are stored securely in private cloud storage and are accessible only to you and approved family members. Document files and their metadata are retained until you delete them or delete your account.
• Reminders and notes – Calendar reminders, care schedules (e.g. flea, worming, vet visits, insurance renewals), and any notes you save in the app.
• Location and map data – Approximate location when you use map-based features (for example, finding nearby vets or lost / found features). You can control location sharing through your device settings.
• Lost & found features – Information you include in lost posters or pet tags (such as pet name, photo, contact details, and custom messages). You choose what to display publicly.
• Details left by a person who finds a pet – If a member of the public scans a pet’s QR tag and chooses to leave their details so the owner can call them back, we process the telephone number, name and approximate location they choose to provide, together with the time it was submitted. Providing this is entirely optional for them; the tag page always shows the owner’s contact details so they can simply make contact directly instead. These details are shared only with that pet’s owner and their approved family members, are never displayed publicly, and are deleted once the owner marks the contact resolved or after 30 days, whichever comes first.
• AI features – The messages you type to Rex (our in-app help assistant) or to AI Advice (pet-care questions), and the recent messages in the same conversation. For AI Advice we also keep a daily request count and the time of your last request, so we can apply the daily limit. See “Third-party AI services” below.
• Purchase and subscription information – Purchase receipts, entitlement status and subscription details provided by Apple, Google, RevenueCat or PayPal, such as your plan and its trial, renewal and end dates, and for website subscriptions your PayPal subscription reference. For QR tag orders we keep the order, the delivery details you give us and the PayPal payment reference. We do not receive or store your full payment card details.
• Device and technical data – IP address, device model, operating system version, app version, and error logs used to keep the app secure and reliable.
• Notification tokens – If you allow notifications in the iOS or Android app, we store a device token so we can send you reminders and lost-pet alerts. Tokens are deleted when you delete your account.
• Support communications – Messages and contact details you send us when you request help or make a privacy request.

Interface language

If you choose a language for PetHub+ in Settings → Language, we store that choice with your account (and on the device you are using) so that the app is shown in that language on all your devices and the emails and notifications we send you are in that language. If you do not choose one, PetHub+ follows your device language and no choice is stored. Your choice is deleted when you delete your account.

Usage statistics (optional)

Usage statistics are off unless you turn them on in Settings → Usage statistics. If you turn them on, we record, against your account, to understand where people get stuck when setting up PetHub+ and whether customers in different languages and countries can use it: the date you first reached each setup step (account created, setup started, first pet, dashboard, subscription options viewed); the date you last used the app; trial and subscription events (started, renewal turned off or on, converted, renewed, ended, payment failed, plan changed); your platform and app version, your device and app language, the country your app store or PayPal reports for your purchases, and a region estimated from your device language or time zone. When you turn them on, we also fill in these details from records we already hold for your account, such as when you created your account and your first pet, and your earlier subscription events.

We do not record your IP address, your precise location or any advertising identifier, we do not use this information for advertising or to track you across other apps or websites, and nothing is stored on your device for this purpose. We use this only to produce aggregate statistics in which groups of fewer than five people are never shown. Our legal basis is your consent, which you can withdraw at any time by turning usage statistics off in Settings. Turning them off stops collection and deletes what has been recorded; it does not affect the records we need to run your account and subscription. This information is kept with your account, and if you delete your account it is deleted with it. We do not keep any anonymous or aggregated copy after your account is deleted: the statistics are calculated from the current records each time they are viewed, so a deleted account no longer appears in them.

How we use your information

• To create and manage your account and pet profiles.
• To store and display your veterinary and insurance information, travel and licence data, and documents you upload.
• To provide app features such as reminders, lost-and-found tools, and pet tag functionality.
• To deliver AI-generated responses when you use advice features.
• To process and verify in-app purchases and subscriptions.
• To monitor performance, fix bugs, and improve security.
• To communicate with you about your account, important changes, or support requests.
• To comply with legal obligations and enforce our terms.

Legal bases (EEA / UK users)

Where applicable data protection law (such as the GDPR or UK GDPR) applies, we rely on the following legal bases:

• Contract – To provide the app and its core features you request.
• Consent – For optional features such as location services or certain analytics, which you can withdraw at any time.
• Legitimate interests – To keep the service secure, prevent abuse, understand general usage, and improve the app, in ways that do not override your rights and freedoms.
• Legal obligation – Where we must process or retain certain information to comply with law.

Sharing your information

We do not sell your personal data. We share information only with:

• Service providers / processors who help us run the app, including:
  • Supabase – Sign-in, database, file storage and backend functions.
  • RevenueCat – In-app purchase and subscription management for the iOS and Android apps.
  • Apple App Store and Google Play – Process in-app purchases and subscriptions.
  • PayPal – Processes website subscriptions and QR tag orders. PayPal collects the details you give it at checkout under its own privacy statement; we receive the subscription or payment status and reference.
  • OpenAI – Generates replies for Rex and AI Advice (see “Third-party AI services” below).
  • Resend – Sends our account and service emails, such as password setup, reminders and account notices.
  • Google Firebase Cloud Messaging and Apple Push Notification service – Deliver notifications to the iOS and Android apps.
  • Google Maps Platform – Shows maps and nearby places, such as vets, when you use map features. The area you search or your approximate location is sent to Google for this.
  • OpenStreetMap – Map images on lost-pet pages, and turning a map pin into an approximate street address when someone reports a sighting.
  • Google Analytics – Website statistics on pethubplus.com only (see “Cookies and website analytics” below). It is not used in the iOS or Android app.
  • Cloudflare – Hosting, delivery, performance and security for our website. Some pages also load script libraries from public content delivery networks (jsDelivr and unpkg), which receive your IP address as part of the request.
• Public viewers – When you create a lost poster, pet tag profile, or other public page, the information you choose to publish will be visible to anyone with the link or who scans the tag.
• Authorities or third parties – Where required by law, to protect our rights, or to protect someone’s vital interests (for example, emergencies or suspected fraud).

Cookies and website analytics

On our website (pethubplus.com) we use Google Analytics to understand how visitors use the site, for example which pages lead to a sign-up. When you first visit, we ask whether you accept analytics cookies. If you accept, Google Analytics sets cookies and records your visits. If you decline, or until you choose, no analytics cookies are set, but the site still sends Google limited signals about page visits without cookies (Google’s “consent mode”), which are not used to recognise you on later visits. Your choice is saved in your browser; you can change it by clearing this site’s data in your browser. The iOS and Android apps do not use Google Analytics.

The website and apps also use your browser’s or device’s local storage for things the service needs, such as keeping you signed in, remembering your language and saving AI Advice chats on your device.

Third-party AI services (Rex and AI Advice)

Two PetHub+ features use an AI model from OpenAI: Rex, the in-app help assistant that answers questions about using PetHub+, and AI Advice, which answers general pet-care questions. AI Advice asks for your agreement before your first question. Rex sends a message only when you type one and send it.

• What we send – Only the text of the conversation: the message you have just sent and the recent messages before it (up to 10 for AI Advice and 12 for Rex), together with our own fixed instructions to the model. We do not send your name, email address, account ID, pet records, photos, documents or location. Anything you type yourself, such as a pet’s name or a health detail, is sent as part of your message, so please do not include information you would not want to share.
• Where conversations are kept – AI Advice conversations are saved only on your device, where you can delete single messages or whole chats. Rex conversations are kept only while the Rex window is open. Our servers pass your messages to OpenAI and return the reply without storing the conversation. For AI Advice we store a daily request count and the time of your last request against your account, to apply the daily limit; this is deleted when you delete your account.
• Who receives it – OpenAI (OpenAI, L.L.C., United States), through its API, called from our backend (Supabase). For more about OpenAI’s practices, see OpenAI’s Privacy Policy.
• How OpenAI uses it – Under OpenAI’s API terms, data sent through the API is not used to train OpenAI’s models unless the business sending it opts in, and we have not opted in. OpenAI may keep API data for up to 30 days to monitor for abuse, after which it is deleted unless the law requires otherwise.
• Accuracy – AI replies can be wrong. AI Advice is general information, not veterinary advice; for anything serious or urgent, contact a vet.

You can choose not to use Rex or AI Advice; nothing is sent to OpenAI unless you send a message. For account-wide data deletion, see “Data deletion” below.

Third-party data storage and protection

Where your data is stored or processed by third-party service providers (for example cloud hosting, databases, and AI services), we use providers that meet high security and data protection standards. We require appropriate safeguards (such as contracts and, where needed, standard contractual clauses) so that your data receives the highest level of protection practicable. We do not sell your data to third parties.

International transfers

Our service providers may process your data in countries outside your own. When we transfer personal data from the UK or EEA to countries that do not provide an equivalent level of protection, we use appropriate safeguards such as standard contractual clauses where required by law.

Data retention

We keep your information for as long as your account is active and as needed to provide the app. When you delete your account, we will delete your personal data, including uploaded documents, subject to any information we must retain for legal, security, or accounting reasons. Documents you upload are stored securely and are deleted when you remove them from the app or when you delete your account.

Inactive Basic accounts. If you are on the Basic (free) plan and do not log in to the app for a continuous period of 90 days, your account will be classified as inactive and will be scheduled for deletion. Prior to deletion, we will send a reminder notice to the email address associated with your account, providing you with 7 days' notice of the scheduled deletion. To retain your account, you must either (i) log back in to the app, or (ii) subscribe to Premium, in each case within the 7-day notice period. If no such action is taken within the notice period, your account and all associated data, including pet profiles, photographs, uploaded documents, veterinary and insurance information, reminders, notes, and any other information you have stored in the app, will be permanently and irreversibly deleted. Premium subscribers are not subject to the 90-day inactivity rule for so long as their subscription remains active.

Subscription expiry. If your subscription expires or is cancelled, we do not delete your account or data immediately. Your account and data are kept for a grace period of 14 days so that you can re-subscribe and continue using the app without losing your information. After the grace period, if you have not re-subscribed, we will delete your account and associated data as described above. You can avoid deletion by re-subscribing within the 14-day period.

Details left by a person who finds a pet. Where someone who finds a pet chooses to leave their telephone number, name or approximate location so the owner can contact them, those details are deleted once the owner marks the contact as resolved, or automatically 30 days after they were submitted, whichever is sooner. A record that a contact took place is retained without any personal details.

Notices and delivery. Any notice or communication we send to you in connection with your account, including (without limitation) inactivity warnings, deletion notices, subscription notices, and other service-related communications, will be sent to the email address you have provided and associated with your account. Such notices shall be deemed to have been duly given, received, and delivered at the time the email is transmitted by us, regardless of whether you actually open, read, or receive the email. It is your responsibility to (i) provide and maintain a valid, current, and active email address on your account, (ii) ensure that emails from us are not blocked, filtered, marked as spam, or otherwise prevented from being delivered to your inbox, and (iii) monitor that inbox for communications from us. We are not liable for any loss of data, account deletion, or other consequence arising from your failure to receive, read, or act upon any notice sent in accordance with this section, including where such failure results from an outdated, incorrect, or inaccessible email address, spam filtering, or technical issues outside our reasonable control.

Data deletion – how to delete all your data

You can delete all of your personal data at any time by deleting your account in the app:

1. Open PetHub+ and go to Settings.
2. Choose the option to Delete account (or equivalent).
3. Confirm that you want to delete your account.

Once you confirm, we will delete all personal data associated with your account, including your account details, pet profiles, reminders, notes, and any other data you have stored. This is permanent and cannot be undone. We may retain only what we are legally required to keep (for example, for tax or fraud prevention). If you cannot find the delete option in Settings or need help, contact us using the details below.

Security

We use reasonable technical and organisational measures to protect your information, including access controls and encryption where appropriate. However, no app or online service can be completely secure, so we cannot guarantee absolute security.

Children

The app is intended for adults (typically 18+) who manage pet information. We do not knowingly collect personal data directly from children. If you believe a child has provided us with personal data, please contact us so we can delete it.

Your rights and choices

Depending on your location, you may have the right to:

• Access the personal data we hold about you.
• Request correction of inaccurate information.
• Request deletion of your data – go to Settings in the app and delete your account; upon confirmation we delete all data associated with your account (see “Data deletion” above), or contact us.
• Request a copy of your data in a portable format.
• Object to certain processing or ask us to restrict it, where applicable.
• Withdraw consent at any time where we rely on consent.

You can also control certain permissions (such as location or notifications) in your device settings.

Changes to this policy

We may update this Privacy Policy from time to time. The “Last updated” date at the top shows the latest version. If we make material changes, we may notify you in the app or by other appropriate means.

Contact